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AI Pharmacist Fails at Human Touch | Burlington News
When Kinney Drugs rolled out its AI assistant Burt to handle prescription refills and customer calls, it hoped to free up pharmacists for more critical tasks. But the bot backfired—customers reported delays, wrong info, and a cold, impersonal experience, especially troubling for older or vulnerable patients. One caller even called it a mistake, preferring human interaction. The company president admitted the AI missed the mark on customer experience, despite praising its security. Now, Kinney is scaling back Burt: phone calls are returning to the old touch-tone system, and AI text refills are…
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